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Salesforce is seeking a Lead Researcher for its Agentforce Service portfolio to drive customer and partner insights that shape AI product development. This role sits within the Research & Insights (R&I) function, a strategic partner to UX designers, product management, engineering, and go-to-market teams.
You will design and execute end-to-end mixed-methods research—from foundational generative studies to rapid evaluative testing. You'll be equally skilled in qualitative inquiry (interviews, moderated concept testing, unmoderated testing) and advanced survey methodologies with statistical analysis. A core responsibility is leading the integration of AI tools (Claude, Gemini, NotebookLM) into the research lifecycle, separating signal from noise, validating AI-generated outputs, and building interactive prototypes and dashboards.
Beyond data collection, you'll translate insights into compelling narratives that influence product roadmaps and business decisions across cross-functional stakeholders. You'll manage research timelines, budgets, and deliverables end-to-end, partner with research operations on participant recruiting and community efforts, and maintain rigorous data integrity and ethical standards—especially as the company navigates AI bias and privacy concerns.
You'll act as a catalyst between UX, Product Management, Engineering, and Go-to-Market teams, orchestrating the invisible work required to move research insights into global product launches. This requires comfort working with globally dispersed teams (AMER/APAC) and navigating different market needs.
Required: 7+ years hands-on experience in UX, product design, or technology research, with at least 2 years in a large matrixed organization. You need a working grasp of how AI systems fail and learn, mastery of qualitative and quantitative techniques including statistical analysis, and a university degree in a field emphasizing human behavior (Psychology, Anthropology, HCI) or research-focused business discipline.
Preferred: SaaS or enterprise technology experience with focus on Service personas and customer service use cases; comfort with research libraries, data dashboards, or automated behavioral tracking at scale; workshop facilitation and design studio leadership; experience building and managing proprietary research communities and panels.
